OpenText looking for Associate Technical Support Specialist
Experience Needed: 0 -2 years
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
Representing the client, acting as first point of contact for all technical inquiries regarding E-docs and its integration into external environments.
Utilizing exceptional written and verbal communication skills while supporting customers via telephone, email, or web chat, while demonstrating a high level of customer focus and empathy
Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.
Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to the products directly.
Act as a key point of contact for customers follow up and incident management, while maintaining ITSM with updates and resolution.
Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
Contributing to the knowledge base by authoring and editing articles to share current information with team members.
Using professional/technical knowledge, guided by known practices and established precedents, make decisions within defined parameters to impact schedules and deliverables of the project/function.
Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
Participate in problem solving usually pertinent to project deliverables and requiring the analysis of several factors. Solutions are determined within broadly defined methods and techniques and may require the application of specific professional/technical knowledge to develop solutions.
What it takes:
0 -2 years previous experience working within a technical support environment
University/College degree within a related discipline or equivalent work experience
Solid foundation working with Windows OS and Outlook
Experience working with enterprise database product and technology as well as an understanding of SQL
Experience in analyzing or debugging (Windows -logs, Java debugging, Browser debugging).
Previous experience configuring HTTP and application servers
Understanding of Networking and network technology
Basic knowledge of MS Exchange and SharePoint would be an asset
Basic Networking knowledge (TCP/IP, HTTP/s, Firewalls).
Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
Proven experience working in a fluid environment that is ever growing and changing
Strong ability to multi-task and prioritize work effectively
Positive attitude, patience, understanding, dedication and commitment
Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
Req id: 24171